Associate, Client Service Group

Country: Hong Kong

Client Service Group is a newly set up function within the first line of defence under COO Office in Asia and contribute to the success of the Santander Asia through a group of knowledgeable professionals that manage the branch operational process and provide excellent client services, enabling the achievement of strategic objectives and supporting the Santander Asia corporate goals within agreed risk appetite constraints.

To act as a primary point of contact for client inquiries, ensuring prompt and professional resolution in maintaining high client satisfaction.

Key Responsibilities

• Coordination, receive client requests and understand the needs, and route them to the correct internal teams. Keep clients informed about the status of the requests

• Semiannual client feedback and KPI review

• Daily operational and transactional support including

• 1) Client outreach and documentation, collect client files and documentation

• 2) Account maintenance, process changes to account signatures, address and company details

• 3) Pending confirmation follow-up

• 4) Settlement instruction/issues 

• 5) Audit confirmation enquires

• 6) Client statement enquiries

• Client service, proactively understand to reduce the client issues/frustration through feedback

• To assist business manager on portfolio review and product review, assist relationship manager to prepare information for client portfolio /product review

Requirements

• Bachelor’s degree in finance, business, or related field

• 5 - 8 years of experience in client services, sales support, or trade operations within financial services

• Good understanding of trade lifecycle processes (front-to-back)

• Excellent communication and interpersonal skills

• Detail-oriented with strong problem-solving abilities.

• Ability to work under pressure and manage multiple priorities

• Collaborative team player with a client-first mindset

• Strong analytical and organizational skills

• Proficiency in MS Office

• Fluent in English, Cantonese and Mandarin. Korean or Japanese is a plus